Team Leader - Cancer Information and Support

Team Leader – Cancer Information & Support
Contract type: Permanent 
Part time: 26 hours a week (0.75 FTE)
Location: Home-based
Salary range: £35,500 - £39,500 (pro rata). Please note that we typically offer at the start of the range, unless candidates demonstrate exceptional skills and experience. 

Are you an experienced team leader with a passion for delivering exceptional support services? Do you thrive in a busy contact centre environment where coaching and developing others is at the heart of what you do?

We’re looking for 2x Team Leaders who can guide and motivate a dedicated team of Cancer Information & Support Advisers to support people living with and affected by cancer.

If you’re driven by making a real impact and have the skills and experience to lead a high‑performing team, this could be the perfect opportunity for you.

About us

At Macmillan you'll find talented people working together to do whatever it takes to support people living with cancer. We're going all out to find even better ways to help even more people who need our support. Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions.

Our new organisational strategy sets out how we’ll fight even harder to make every pound raised count for even more. With your help, we’ll transform cancer care for good.

About the role

As a Team Leader within our Cancer Information & Support Service, you will play a crucial part in leading and supporting a team of up to 10 advisers who provide essential emotional support and information to people living with and affected by cancer.

This is a varied and impactful role at the heart of our Macmillan Support Line. You will be responsible for motivating, coaching and developing your team to deliver the highest quality service across multiple channels. You’ll monitor day‑to‑day activity within the virtual contact centre, ensure KPIs are met, and maintain a visible presence to offer guidance, expertise and support.

The role is both rewarding and challenging. Our advisers handle sensitive and sometimes emotionally difficult conversations, and you will help ensure they feel well‑supported, resilient and empowered to provide exceptional care.

You’ll also work collaboratively with multidisciplinary teams and use insight, feedback and best practice to drive continuous improvement in how we support people living with cancer.

Shift patterns

Our Support Line is available 365 days a year, including bank holidays, from 8am to 8pm. It is key to our strategic objective of reaching everyone whilst focusing on those who need us most.

To cover our service and opening hours, you will be required to work a shift pattern that includes some evening and weekend working.

The two rotas available are provided below. A 1‑hour unpaid lunch break is included within shift times.

Additional requirements

• All candidates are subject to a criminal records check for this role. This cost will be covered by Macmillan and all enhancements must be declared prior to the check.
• This role requires a private, quiet home workspace where calls cannot be overheard.
• You must have a stable home broadband connection with a minimum speed of 50 Mbps download and 10 Mbps upload (higher speeds may be needed depending on system access and telephony requirements).

About you

The successful candidate will demonstrate:

• Previous experience of managing an information or advice service within a contact centre environment
• Knowledge and experience of customer relationship management
• Knowledge and experience of people management, including staff development and performance management.
• Excellent communication, coaching, mentoring and presentation skills.
• Knowledge and understanding of key contact centre operations legislation, such as data protection and confidentiality.
• Ability to work collaboratively across teams and manage performance towards defined quality and impact outcomes.

In return, we offer a range of benefits including:

• 25 days holiday plus flexible bank holiday options, increasing by 1 day each year of service up to 30 days
• Pension matched up to 7.5%
• 120+ learning and development offers, including access to professional qualifications
• Holiday buying and selling scheme, life insurance, free wills, retail discounts and much more

Recruitment process

Application deadline: 23:59 on Tuesday 17^th March
Interview dates: Online interviews will be held on w/c 30^th March (exact dates TBC)

We may close applications early depending on application volume, so we encourage you to apply as soon as possible.

To ensure fairness and consistency to select the best candidate for this role, all our applications are anonymised up until an interview has been confirmed.

So we can support you to be at your best during the application or interview process, please contact Macmillan TA Team TATeam@macmillan.org.uk for advice and reasonable adjustments.

We welcome applications from everyone who meet the criteria and strongly encourage individuals to apply who have a disability, impairment or health condition or individuals who identify as Black, Asian or from another minority ethnic background, as these groups are currently under-represented at Macmillan. Our Equity, Diversity and Inclusion Strategy here along with our internal employee representation body, ‘Our Voice’ and 8 Employee Network groups help us promote fairness and belonging, becoming an engaged and inclusive organisation for all our people.